Customer Complaint Management

Flow is committed to treating complaints promptly, fairly, equitably, confidentially and
professionally at no cost to the Customer. Flow’s aim is to manage complaints such that
they can support the constant improvement of our Customer services.
If a Customer has a complaint regarding any aspect of our Services, the Customer
should contact us and we will aim to resolve the issue as quickly as we can. Flow
welcomes Customer and community feedback as it helps us to identify problems and
improve our operations.

Please see our Complaint Policy and Procedure

Flow is a member of the Energy & Water Ombudsman, which provides free fair and independent dispute resolution for water, gas and electricity customers.  

If a complaint cannot be resolved to a customers’ satisfaction by Flow’s Customer Services
team, the matter will be referred to a higher level of management within Flow.

If a customer is still dissatisfied with the outcome, they may choose to contact the Energy
and Water Ombudsman NSW (EWON). Flow is a registered member of EWON.
EWON provides an independent way to resolve complaints. The Ombudsman is able to
make decisions without any interference, based on what is fair and reasonable in the
circumstances of each case. This service is free to customers.

EWON contact details are:
• Freecall: 1800 246 545
• Freefax: 1800 812 291
• Freepost: Reply paid K1343, Haymarket NSW 1239
• Email:
• Website: EWON

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